The position involves handling customer inquiries via inbound or outbound calls related to equipment issues and troubleshooting. The role requires diagnosing problems with cold-drink and/or fountain equipment based on detailed descriptions provided by customers. The successful candidate will provide clear guidance and solutions over the phone to resolve issues promptly and effectively. Collaboration with field technicians may be necessary to escalate and follow up on complex or unresolved issues. Other duties may be assigned as needed.